Service Manager

Job Description

Company: Off Duty Services

Title: Service Manager

Location: Houston, TX

Position Overview & Responsibilities

Provides leadership and accountability for assigned Service Department personnel; ensures delivery of quality services; drives company programs, focuses on profitability and client service. The Service Manager will be based in the Houston Texas Service Center and will report directly to the Director of Service Operations.

The Service Manager’s core responsibilities will include the following:

• All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures.
• Ensures the delivery of high-quality customer service through regular direct instruction of Senior Service Agents and Service Agents, evaluates service quality, and initiates corrective action as necessary.
• Meets regularly with client representatives for status updates and addresses any actual or potential problems; supports client start-ups; carries out security planning, assessments, and surveys; creates and implements plans of action/correction to identified deficiencies.
• Meets regularly with Protos Management Team to establish/maintain cross departmental communication and direction.
• Analyzes operational and financial indicators to continuously improve Portfolio performance.
• Make necessary adjustments to portfolio balance as it relates to workload and employee capabilities as to benefit the organization.
• Plans, assigns, and directs work; trains, and develops high caliber staff in coordination with the Director of Service Operations.
• Additional duties as directed by management.

Education, Skills and Experience

• Previous experience managing a department required.
• Bachelor's degree highly preferred. Degree from an accredited four-year college or university in Business, Marketing, or Criminal Justice; equivalent business experience will be considered.
• Previous experience servicing client/customer accounts. Experience in account or portfolio management with high-touch service required.
• Proven leadership skills with the ability to influence, empower, encourage and inspire a team.
• Demonstrated ability to drive results.
• Highly personable with excellent customer service skills.
• Ownership of customer relationships.
• Excellent written and verbal communication skills.
• Advanced knowledge of basic office applications and ability to learn new proprietary software.
• Strong problem-solving and analytical skills.
• Excellent prioritization and time management skills. Strong collaborative and leadership skills.
• Process driven, detailed oriented and highly organized.
• Strong organizational and planning skills
• Excellent time management skills and ability to multi-task and prioritize work

Travel

Overnight travel, while not often, may be required. Travel is expected to be less than 10%.

Position Type Full-time, Exempt

Function Operations

Compensation

Compensation includes base salary and a discretionary, performance based year-end bonus. The Company offers a competitive benefits package including medical, dental, vision, disability, 401(k), PTO, etc.

Relocation

No relocation packages or reimbursements are available for this position.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The atmosphere is consistent of a professional office setting with normal to busy support center activity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Protos Security (Single Source Security, LLC) is an equal opportunity employer and encourages all qualified candidates to apply.